TFS#113 - Colin Shaw On Improving Customer Experience, 300K LinkedIn Followers, Financial Times Award For Leading Consultancy w/Author, Speaker & Beyond Philosophy Founder & CEO

Colin Shaw is an original pioneer of 'Customer Experience.'
LinkedIn has recognized him as one of the 'World's Top 150
Business Influencers', where he has 291,000 followers and is one
of the exclusive 'Official' LinkedIn influencers.


Shaw's company, Beyond Philosophy LLC, has been recognized by the
Financial Times as 'one of the leading management consultancies
for the last four years.


He is the co-host of the highly successful Intuitive Customer
podcast, rated in the top 5% of all podcasts by BuzzSprout.
https://beyondphilosophy.com/podcasts/


He has also authored seven bestselling books on Customer
Experience & marketing. https://beyondphilosophy.com/books/


Colin Shaw founded Beyond Philosophy in 2002 as one of the
world's first customer experience consultancies. Under his
leadership, Beyond Philosophy has helped many of the world's most
prestigious organizations improve their customer experience,
including American Express, FedEx, and Caterpillar. Container
shipping company Maersk Line improved its net promoter score by
40 points in 30 months, which gave a 10 percent rise in shipping
volumes using Beyond Philosophy's methodology.


Finally, he is a keynote speaker and commentator on CNN, BBC TV,
NPR, LBC, and other media publications.





CHAPTERS:


00:00 Intro


00:30 Meet Beyond Philosophy’s Colin Shaw


02:05 What Is Customer Experience


02:40 Working With Maersk


04:25 Improving Customer Experience


07:00 Four Aspects Of An Experience


10:30 Steve Jobs & Customer Experience


12:15 The Intuitive Customer Podcast


13:05 Building A Tribe


14:20 Evaluability Heuristic


16:40 Apple’s Simplicity Concept


18:50 Marketing Exclusivity & Status


21:10 Watch What They Do


22:50 Different Value Drivers


26:05 Emotional Attachment To Brands


29:50 The Roles Of Behavioral Scientists


34:50 Anticipating Customer Response


37:20 What Is Customer Science


40:40 Data, AI & Behavioral Science


42:40 Hotdogs vs Salads


44:50 Emotional Signature Research


47:30 Educating Employees


48:50 Official LinkedIn Influencer


52:00 Growing LinkedIn Followers Organically


54:40 Branding & Content Creation


55:50 Trying On Advertising


57:20 The Wisdom of Oscar Wilde


58:30 Long-Term Compounding Effect


59:30 Outro